Chris Costley

Background

About Chris Costley

Chris is a senior executive manager with diverse business experience specialising in customer-led business analogue and digital transformation delivery, operating in a truly global context. With success in customer co-created digital transformation outcomes from start to finish Chris has a strong track record of delivery from business case, project initiation, project leadership, implementation and transition to business as usual. Chris has delivered digital platform capabilities in contact centres (20+ countries), CRM, commerce, marketing, event management, and digital adoption across 140+ offices around the world. Working in an environment with multiple languages, complex matrix-based organisational structures to deliver a GLOCAL (Global and localised) set of business outcomes. Responsibilities for global CX enablement through NPS across the entire global footprint and establishment of a CX research-based practice to ensure all of our work is anchored on customer insights, NOT, internal bias. Chris’s capabilities in leading teams include global customer experience, agile digital delivery, digital product management, digital innovation, business architecture, analysis, sales, service, knowledge management, CRM strategy and systems design, business process, call centre, help desk and profit centre management. With industry experience including Telecommunications, Insurance, English Language Testing, Pay TV, Office Supplies, International Education, together with customer care, sales, service, support and Information Technology management. Chris is a multi-talented flexible and delivery orientated professional with a passion to make a difference through the delivery of positive outcomes with an operating style based on collaboration and empowerment. With of course the customer at the centre of everything!